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Added 14 mins ago
IS
Program Manager III
INSPYR Solutions
CA
- $56 to $76 USD / hour
We are looking for a Program Manager III to drive complex, cross-functional initiatives across product launches, regulatory and compliance programs, and strategic legal initiatives. This…
Added 20 mins ago
Senior Digital Product Manager (Ecommerce)
GCI Communication Corp
Anchorage, AK · AK
GCI's Senior Digital Product Manager will lead the definition and delivery of the Digital product vision and roadmap, ensuring components and platforms work together to support a wholistic…
Added 20 mins ago
EG
Program Manager
Eliassen Group
Juneau, AK
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 38 mins ago
Strategic Segment Proposal Engineer
ABB Inc
Southaven, MS
Added 38 mins ago
EG
Program Manager
Eliassen Group
Jackson, MS
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 46 mins ago
EG
Program Manager
Eliassen Group
Charleston, WV
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 51 mins ago
EG
Program Manager
Eliassen Group
Lincoln, NE
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 1 hour ago
C
Customer Success Program Manager - Food
Carrier
Beverly, MA
- $79,000 to $158,000 USD / year
We are seeking a data driven, client facing Customer Success Food Program Manager to lead complex, high-value visibility programs across our global food industry vertical. As a part of…
Added 1 hour ago
Senior Manager - Strategy Analysis (Hybrid)
RTX Corporation
woburn, MA
As the Senior Manager of Strategy , you will lead comprehensive market, competitive, and financial analyses that inform the development and execution of Raytheon’s strategic initiatives. In…
Added 1 hour ago
EG
Program Manager
Eliassen Group
Boston, MA
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 1 hour ago
EG
Program Manager
Eliassen Group
Columbia, SC
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 2 hours ago
Sr. Computational Scientist/Engr.
Triton Systems, Inc.
Chelmsford, MA
…academic and industry collaborators, and work closely with a program manager to plan and execute project objectives that directly contribute to national security supporting the Department…
Added 2 hours ago
User Acceptance Testing Program Manager - WEL
Idaho Division of Human Resources
Boise, ID
Self-Reliance has an opportunity for a creative, flexible, detail-oriented, and agile leader to support the Automation Integration Bureau as a User Acceptance Testing (UAT) Program Manager…
Added 2 hours ago
EG
Program Manager
Eliassen Group
Boise, ID
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 2 hours ago
IT Infrastructure Manger – AD/DNS/DHCP
Southern Company
Birmingham, AL
The ALPHA Infrastructure Manager leads Infrastructure Services' Tier 0 infrastructure operations for Active Directory, DNS, and DHCP. This role provides operational ownership and technical…
Added 2 hours ago
EG
Program Manager
Eliassen Group
Montgomery, AL
- $75 to $80 USD / hour
Our client seeks a Program Management leader to drive delivery of software that provides business value. The role will supervise and mentor Technical Program Managers and Scrum Masters,…
Added 2 hours ago
Workplace Planning & Facilities Project Manager - Kansas City
Burns & McDonnell
Kansas City, MO
The Workplace Planning & Facilities Project Manager supports the planning, coordination, and execution of corporate workplace initiatives, primarily within Burns & McDonnell's Kansas City…
Added 2 hours ago
Vice President, Cloud Platform Engineer
SitusAMC
Jefferson City, MO
…expected to provide strategy and implement enterprise-scale automation for scalability, performance, security, and…
Added 2 hours ago
O
Partner Field Marketing Manager, Alliance & Suite Accountants
Oracle
Jefferson City, MO
- $28.41 to $56.83 USD / hour
Partner Field Marketing Manager, Alliance & SuiteAccountants
Added 2 hours ago
Sr. Product Manager, Strategic Growth - Data Capture Technologies & Partnerships
Cardinal Health
Jefferson City, MO
The Data Capture Technologies & Partnerships Senior Product Manager executes against the product portfolio strategy for technology partnerships and owns the data capture technology roadmap…
Added 2 hours ago
Process Engineer - Core Process Owner - Plant 3
Howmet Aerospace
Whitehall, MI
Operational accelerator--drives continuous improvement; understands ramifications of automation and other advances; advocates for safety, ergonomics and scalable solutions
Added 2 hours ago
Accounting Analyst
BorgWarner Inc.
Auburn Hills, MI
Reporting to the Accounting Manager at BorgWarner’s corporate headquarters, the Accounting Analyst will work across the global organization and gain exposure to a broad range of accounting…
Added 2 hours ago
MBSE Systems Tools Developer – Advanced Vehicle Development
General Motors
Warren, MI
Lead regular MBSE toolchain Program Integration Team meetings; maintain the issues and actions list, document decisions, and manage integration planning and automation priorities.
Added 2 hours ago
Engineering Group Manager - Seat Complete
General Motors
Warren, MI
The Seat Complete Engineering Group Manager (EGM) is the technical and people leader responsible for the successful development, integration, and delivery of complete seat systems across…
Added 2 hours ago
Senior Product Manager, Health and Telemetry
Ford Motor Company
Dearborn, MI
The Ford Energy Digital Product team is seeking a Sr. Product Manager to lead our telemetry and battery health software. In this role, you'll define the roadmap for the products that…

Closed listing

Maximus

Manager - IT Service Management

Indianapolis, IN, United States

Remote

This opening has closed.

The original listing is kept below for reference.

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About employer

Job details

Workplace: Remote
Posting language: English
Posted: Nov 5, 2026

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Original job description

Archived listing. The details below describe a past opening.

Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation capabilities across the organization.

This is a hands-on role for someone who thrives at the intersection of process, technology, data, and employee experience. You will be responsible for modernizing how Maximus employees consume IT services through self-service, automation, knowledge, and ServiceNow platform capabilities.

The ideal candidate is a builder and change agent with hands on operational expertise in ITSM, ITIL best practices, ServiceNow, workflow automation, and stakeholder engagement. You will lead a small team while partnering across IT and business organizations to simplify service delivery, improve operational efficiency, and drive measurable business outcomes.

This role offers a unique opportunity to shape the future of Enterprise Service Management, establish modern service experiences, and build the foundation for AI-enabled support and automation.

This is a remote position.

Essential Duties and Responsibilities:

Lead Enterprise Service Request Management strategy and governance, including the Service Catalog, Employee Center, service ownership, lifecycle management, and continuous improvement.
Direct Service Catalog management and rationalization, service design, intake governance, and catalog optimization.
Manage assigned ServiceNow workflow automation and digital transformation initiatives using Flow Designer, Workflow Editor, Service Catalog, Employee Center, and other platform capabilities.
Establish and govern OLAs, KPIs, fulfillment metrics, service quality standards, and operational performance reporting.
Implement and continuously improve the approved enterprise Knowledge Management strategy, governance framework, and knowledge lifecycle processes.
Drive KCS adoption, knowledge-sharing practices, self-service enablement, operational learning, and AI-readiness activities; secure stakeholder alignment with established policies and practices and measure progress against defined objectives.
Leverage ServiceNow analytics, dashboards, reporting, and data storytelling to improve adoption, performance, customer experience, and business outcomes.
Manage ITSM process excellence initiatives across Request, Knowledge, Incident, Change, Problem, and Asset Management disciplines.
Partner with SAM, HAM, and stakeholders to optimize entitlement, licensing, provisioning, governance, fulfillment, and lifecycle processes.
Lead, mentor, develop, and manage a high-performing ITSM team while fostering stakeholder engagement and strategic alignment.

Job-Specific Essential Duties and Responsibilities:

Lead Enterprise Service Request Management: Own the strategy, governance, modernization, and continuous improvement of ServiceNow Service Catalog, Employee Center, and Request Management capabilities.
Drive ServiceNow Automation: Design and improve automated workflows using Flow Designer, Workflow Editor, Service Catalog, Employee Center, and ITSM capabilities to reduce manual effort and improve fulfillment speed and consistency.
Manage Service Catalog Governance: Oversee catalog intake, rationalization, approvals, lifecycle management, service ownership, OLAs, KPIs, and retirement of outdated or duplicate services.
Lead Knowledge Management: Establish and evolve the enterprise Knowledge Management program, including governance, KCS best practices, self-service content, AI-ready knowledge, and adoption metrics.
Drive Data-Based Decisions: Develop KPIs, dashboards, and analytics to measure service performance, automation benefits, knowledge utilization, customer satisfaction, and self-service effectiveness.
Advance ITSM Process Excellence: Apply ITIL best practices across Request, Knowledge, Incident, Change, Problem, and Asset Management while leading process improvement and service standardization.
Partner Across IT & Asset Management: Collaborate with business stakeholders, ServiceNow teams, SAM, and HAM to improve software and hardware fulfillment, lifecycle governance, compliance, and operational efficiency.
Lead & Develop Teams: Mentor ITSM professionals, foster accountability and continuous improvement, and build strong partnerships across technical and business organizations.

Minimum Requirements

'- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

Job-Specific Minimum Requirements:

5+ years of IT Service Management experience.
4+ years of hands-on ServiceNow platform experience.
3+ years of people leadership, program leadership, or enterprise process ownership experience.
ITIL v3 or v4 Foundation Certification required.
Deep understanding of ITSM processes and ITIL best practices.
Proven experience leading Service Request Management and Knowledge Management functions.
Strong hands-on experience designing and implementing:
ServiceNow Workflows.
Flow Designer Automations.
Service Catalog Solutions.
Employee Center Experiences.
Knowledge Management Programs.
Experience using data analytics to identify opportunities, drive decision-making, and measure outcomes.
Exceptional communication, facilitation, stakeholder management, and executive presentation skills.
Ability to influence without authority and gain buy-in across diverse stakeholder groups.

Preferred Skills and Qualifications:

ServiceNow Certified System Administrator (CSA).
Certified Implementation Specialist (CIS-ITSM).
ServiceNow HAM Pro Experience.
ServiceNow SAM Pro Experience.
Experience with Performance Analytics, Employee Center, Virtual Agent, and AI Search.
Knowledge-Centered Service (KCS) experience or certification.
Experience supporting large-scale digital transformation or enterprise service management initiatives.

#techjobs #veteransPage

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$90,160

Maximum Salary

$135,240

About employer

More about this job

Skills

IT service management
ServiceNow
Process improvement
Workflow
Reporting
Customer experience
SAM
Stakeholder management
Customer service
ITIL
Regulatory compliance
Leadership
Data analysis
Decision making
Communication skills
Presentation skills
Google Analytics

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